What this does
The email channel routes incoming emails from your support address into the Helpdesk inbox. You reply from Helpdesk and the customer receives a normal email.
When to use it
Set up email as your first channel — it requires no third-party accounts and works immediately.
Step by step
- Go to Helpdesk > Settings > Channels
- Click + Add Channel
- Select Email
- Enter your support email address (e.g. [email protected])
- Configure forwarding:
- Set up email forwarding from your email provider to the Helpdesk forwarding address
- Or connect directly via IMAP/SMTP credentials
- Send a test email to verify it arrives in Helpdesk
- Click Save
Tips
- Use a dedicated support email rather than a personal one
- Emails appear as conversations in the inbox just like chat messages
- Auto-responders can be set up to acknowledge receipt immediately
- All replies are sent from your support email address